Shawn Murphy joins Jim Blasingame to reveal how to check your business model to make sure it’s delivering value to your stakeholders, especially customers.

Shawn Murphy joins Jim Blasingame to identify the four elements of value, including function, emotion, life, and social, and emphasize that only one is physical.

Chip Bell joins Jim Blasingame to explain why front line employees have to be trained to be customer scouts to bring back the perceived expectations of customers.

Chip Bell joins Jim Blasingame to reveal that as much as you work on strategies and facts and figures to get customers to buy from you, they’re basing their decision on perception, not fact.

Paul Angles joins Jim Blasingame to encourage you to spend time with customers to find out what their evolving expectations are, and let them tell you what you should be doing tomorrow, or next year.

Jeff Zbar joins Jim Blasingame to observe that the way many companies treat customers these days is a perfect opportunity, with essentially no investment, to stand out from competitors by merely loving up your customers.

Walter Kiechel joins Jim Blasingame to reveal why a customer expectation today is likely to be irrelevant tomorrow, and how you respond to this maxim is likely to determine the survivability of your company.

Steven Gaffney joins Jim Blasingame to reveal that taking past results from customers for granted, instead of constantly checking your position with them, is the quickest way to go out of business.

John Stanton joins Jim Blasingame to compare service in the U.S. with other countries, and conclude that the former is still the best.

John Stanton joins Jim Blasingame to reveal that the words we use to talk to customers are important, including saying “Thank you” or “It’s my pleasure” instead of “no problem.”